Tag Archives: Web Seminar

Complimentary Web Seminar: How the Impending Facebook and Google Invasion Will Revolutionize MR

Title: Objects in Mirror Are Closer Than They Appear
Speakers: Kevin Lonnie & Sean Holbert, KL Communications
Date: Wednesday, January 25, 2012
Time: 1:00 – 2:00 PM EDT

Presenters: ‘ Kevin Lonnie, CEO & Founder, KL Communications
                     ‘ Sean Holbert, Executive VP, Client Relations,

Register here. 

About the web seminar:
This webinar will examine the opportunities presented by New MR (e.g. social media listening, mobile, text analytics, MROCs, Crowdsourcing, Neuromarketing, etc.) and offer recommendations/best practices on how to bring them into your research arsenal.

Over the next ten years, the MR industry will see its relationship with consumers evolve from respondents to participants. And we will best achieve this new collaborative relationship by weaving our research tools with the interactions provided us via social networking.

Attendees will learn about:

  • ‘ Social Media Listening: How to integrate conversations about your brand into your traditional MR to validate findings and generate new hypotheses.
  • ‘ Gamification: Survey designers will need to become survey engagers in that it will be as important to create an appealing fun environment as it will be to craft questions.
  • ‘ CrowdSourcing of New Products/Services: Passionate customers don’t want to just sit on the sidelines, they want to participate in the creation process.
  • ‘ Neuromarketing: Learn what consumers really think about your new product/ad with a roadmap of firing neurons that words just can’t equal!
  • ‘ MROCs: No longer just one sided conversations. MROCs will evolve so that members largely determine the content, allowing clients to tap into the wisdom of their passionate customers.
  • ‘ Mobile: Finally, we can capture customers in the moment of their purchase decision.
  • ‘ The Impending Facebook and Google Invasion: Utilizing their massive proprietary database, these goliaths are well positioned to dominate our industry unlike anything we’ve seen before.

Register Now. After registering you will receive a confirmation email containing information about joining the Webinar.  Sponsored by: KL Communications.

Do You Have Customer Experience Assassins?

On October 12th, Dave Fish of Maritz Research presented our webinar “Do You Have Customer Experience Assassins?

Customer Experience Angels and Assassins. They’re out there …lurking… but who are they and where are they? Organizations measuring customer satisfaction need to know who they are and where they are. Researchers need to understand them. This Web cast explains who they are, where they are and how to manage both when it comes to customer experience measurement.

Hard to please ” Assassins” frequently take aim at your brand with unfavorable shots at your products and services while “Angels” consistently evaluate services across industries positively. This Web cast utilizes Maritz Research’s CEBenchmarks study which helps identify Angels and Assassins and explores who they are, where they live, and how they can be managed.

In this webinar we learned:

  • How Assassins and Angels differ demographically from the population as a whole
  • What industries suffer from a higher and lower proportion of each
  • What areas of the country are associated with higher or lower customer experience
  • What you can do about Assassins and Angels from both a practitioners and metric strategy standpoint

If you missed the webinar, but are interested in learning more on this topic, visit http://maritzresearch.com/iirwebcast where you can download the recording or slide deck.

Free Webinar – The Economics of Customer Experience: New Study Reveals The Secrets

Date/Time: Thu, Sep 16, 2010 2:00 PM – 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/741046393

Delivering an exceptional customer experience is key to creating differentiation and driving greater profitability. Yet, despite the obvious benefits, it can be challenging to justify investments in improving customer experience. In this session, Lior Arussy, customer experience expert and President of Strativity Group, and Justin Schuster, VP of Enterprise Products at MarketTools, will outline the economics of the customer experience model and discuss how leading organizations are driving profitability through differentiated customer experience. Mr. Arussy will also reveal for the first time the results of the 2010 Consumer Experience Study and describe the key drivers to increase profitability through customer experience.

Participants will learn:
‘ The results of the 2010 customer experience study
‘ Would customers pay more for a better experience?
‘ Business at growth and business at risk ‘ understanding the financial impact
‘ Formula to define the economics of customer experience
‘ Telecom case study ‘ The financial impact of customer experience
‘ Financial Services case study ‘ Maximizing revenues from existing customers

Additionally, all webinar *attendees* will receive a copy of the 2010 Consumer Experience Study at the conclusion of the live event.

Featured Speakers
Justin Schuster, Vice President, Enterprise Products at MarketTools
Lior Arussy, President, Strativity Group

Register below
https://www1.gotomeeting.com/register/741046393

Free Webinar – Linking VOC to the Bottom Line: Strategies for Uncovering Researchers’ Holy Grail

Date/Time: Thu, Aug 5, 2010 2:00 PM – 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/158148440
Mention priority code MWS0034BLOG

In Maritz Research’s 2010 Voice of the Customer Challenges and Practices Study, client-side researchers indicated their biggest challenges were linking survey measures to financial/business results and linking VOC information to internal business processes and metrics. Our own clients have told us that the ability to link survey research information to other business information is the “Holy Grail” within their companies.

As a leader in Customer Experience Measurement, Maritz Research is proud to present Keith Chrzan, Vice President, Marketing Sciences, who will discuss our unique perspective regarding the formal, statistical process that enables us to connect various types of data sources to others. Keith will discuss the varying levels of linkage sophistication, the obstacles that face marketers wishing to perform linkage, and the experience we’ve gained with a large number of linkage engagements. Researchers, operations leaders and those charged with performance improvement in their company’s channels will find this discussion an essential primer before attempting to connect the Voice of their Customers to other business data.

Keith is the DVP of Marketing Sciences at Maritz Research. He has over twenty-five years of experience on the client and supplier sides of the marketing research industry. His experience includes positions as Director of Marketing Research at Boehringer Mannheim Diagnostics and Managing Director of Marketing Sciences at IntelliQuest, Inc, an Austin, Texas-based marketing research consultancy serving the technology industry. Keith is well – respected in the marketing sciences industry and has the ability to make complex statistics not only understandable but fun.

We look forward to your attendance. Don’t miss it!

Register: https://www1.gotomeeting.com/register/158148440

Free Webinar – Linking VOC to the Bottom Line: Strategies for Uncovering Researchers’ Holy Grail

Date/Time: Thu, Aug 5, 2010 2:00 PM – 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/158148440
Mention priority code MWS0034BLOG

In Maritz Research’s 2010 Voice of the Customer Challenges and Practices Study, client-side researchers indicated their biggest challenges were linking survey measures to financial/business results and linking VOC information to internal business processes and metrics. Our own clients have told us that the ability to link survey research information to other business information is the “Holy Grail” within their companies.

As a leader in Customer Experience Measurement, Maritz Research is proud to present Keith Chrzan, Vice President, Marketing Sciences, who will discuss our unique perspective regarding the formal, statistical process that enables us to connect various types of data sources to others. Keith will discuss the varying levels of linkage sophistication, the obstacles that face marketers wishing to perform linkage, and the experience we’ve gained with a large number of linkage engagements. Researchers, operations leaders and those charged with performance improvement in their company’s channels will find this discussion an essential primer before attempting to connect the Voice of their Customers to other business data.

Keith is the DVP of Marketing Sciences at Maritz Research. He has over twenty-five years of experience on the client and supplier sides of the marketing research industry. His experience includes positions as Director of Marketing Research at Boehringer Mannheim Diagnostics and Managing Director of Marketing Sciences at IntelliQuest, Inc, an Austin, Texas-based marketing research consultancy serving the technology industry. Keith is well – respected in the marketing sciences industry and has the ability to make complex statistics not only understandable but fun.

We look forward to your attendance. Don’t miss it!

Register: https://www1.gotomeeting.com/register/158148440

Free Web Seminar – The Analytical Revolution: are you ready?

Date/Time: Thu, May 6, 2010 2:00 PM – 3:00 PM EDT
Register: https://www1.gotomeeting.com/register/149414392
Mention priority code MWS0032BLOG

What if you could change the game and become and insight partner to your end clients? You can with IBM SPSS solutions. Today’s market research firms are uniquely equipped to provide their business clients with what they need ‘ an in-depth, well-rounded understanding of their customers. By using predictive analytics, market research firms are not only able to conduct research, but also revolutionize their relationship with clients by taking insight to the next level

During this presentation we will examine:

‘ Integrating research with wider data sources to give a wider view to empower business decisions
‘ How you can let the data do the talking and provide valuable nuggets of insight
‘ How Predictive Analytics can be applied across the entire research lifecycle to provide further speed and accuracy in responses and results.

Featured Speaker
Heena Jethwa, Product Marketing Manager
SPSS Inc., an IBM Company

Register: https://www1.gotomeeting.com/register/149414392

Archive Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Here’s your chance to view MarketTools webinar if you didn’t get a chance to view it live, or if you just need a refresher. The hour long web seminar was presented by the following speakers:

Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion
Justin Schuster, Vice President, EFM Solutions, MarketTools

View the archive webinar

Archive Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Here’s your chance to view MarketTools webinar if you didn’t get a chance to view it live, or if you just need a refresher. The hour long web seminar was presented by the following speakers:

Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion
Justin Schuster, Vice President, EFM Solutions, MarketTools

View the archive webinar

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion

Complimentary Webinar – Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Profiting from Feedback: Achieving Real Business Results with Enterprise Feedback Management

Time/Date: Thu, Mar 11, 2010 2:00 PM – 3:00 PM EDT

Complimentary Webinar: https://www1.gotomeeting.com/register/916296592
Mention priority code MWS0022Blog

CareFusion increased its overall customer satisfaction by 26 percentage points after implementing an Enterprise Feedback Management solution. Attend this webcast to learn how they did it.

Many companies are struggling with how to capture feedback from their customers, partners, and employees ‘ and how to transform this feedback into real business results. Typical questions include:
‘ What are the critical steps in implementing a successful customer feedback program?
‘ How do I prevent the feedback from just ending up in a report with no business impact?
‘ How is enterprise feedback management affecting the bottom line?

CareFusion, formerly part of Cardinal Health, has successfully implemented the MarketTools CustomerSat enterprise feedback management solution across its service organization, elevating customer satisfaction to more than 90%.

Join us for this one-hour webcast to learn:
‘ The 9 critical steps in designing Enterprise-Wide Feedback Systems, and the costly mistakes to avoid
‘ How CareFusion moved from ad-hoc surveys to a systematic feedback program that translates to better service at every customer touchpoint
‘ How CareFusion improved overall customer satisfaction by 26 percentage points
‘ And much more’.

Speakers
Justin Schuster, Vice President, EFM Solutions, MarketTools
Alan Kneale, Vice President, Technical Support Operations, CareFusion
Robert Freeden, Director, Product Support/Repair, CareFusion